Training and Development
Recruitment Training and Selection
The Trafford Centre has become a key employer in the northwest creating 7,000 jobs, including 380 who are directly employed by The Trafford Centre Ltd, in the following areas:
- Retail
- Catering & Hospitality
- Security
- Cleaning Services
- Landscaping
- I.T
- Management Administration
- Stores & Administration
- Customer Services
- Landscaping
- Marketing & PR
- Events
- Finance
- Community
- Human Resources
- Building Services
Investor in People
Through investing in its employees, The Trafford Centre aims to ensure that the highest levels of service are provided in order to meet the expectations of our customers. Just six months after opening its doors to the public, the Centre gained the prestigious Investor in People (IIP) accreditation.
The award recognises the quality of training, management systems and facilities available for all 380 people who work directly for The Trafford Centre team. It also encourages awareness of the key role played by employees in the business’s commercial success. Staffs are regularly trained in new skills to ensure that they maintain the management commitment to customer care.
“The Trafford Centre has always embraced our view of what the future of training should be when it comes to sustainable employment. We have worked closely with them to develop systems, which are there for the benefit of the people of the region. Our partnership has worked effectively: the Centre is not only a fulfilling place to work, it also has the potential to create a fresh work ethic of training and development which may one day be taken up by all industry in this region and far beyond.”
Geoff Leigh of Manchester Enterprises (formerly Manchester Training and Enterprise Council).
Recruitment
In order to maintain our high levels of customer service, it is vital that the right people are recruited. The selection process therefore, is carefully structured so that only those with an aptitude for teamwork and customer service are employed.
As part of our recruitment process, candidates are assessed in a group situation against the following criteria:
- Appearance
- Customer service
- Involvement
- Communication skills
- Interpersonal skills
Candidates who perform well at this stage are invited to a one-to-one interview and once employed, participate in a comprehensive training programme.
In 2003, as part of the Investor in People award, The Trafford Centre was the second company in the north west to achieve accreditation against a new standard ‘Recruitment and Selection’. This served to assess the quality of the policies and procedures in place and has provided us with a benchmark with which we can compare our assessment to other Investor in People recognised organisations.
In addition, The Trafford Centre is an equal opportunities employer. This means that applicants are not discriminated in any way on the grounds of their race, ethnic origin, gender, disability, sexuality or age.
Training
The Trafford centre’s training programmes range from induction courses to modern apprenticeships and management development programmes, all of which are geared towards the operational requirements of the Centre.
Our commitment to training ensures that the highest levels of customer service are met with the ultimate aim of yielding return visits from customers.
All employees undertake customer service training under the English Tourist Board’s ‘Welcome to Excellence’ programme. Those who complete the course receive the prestigious ‘Welcome Host’ qualification. In 1999, The Trafford Centre gained recognition by winning the North West Tourist Board award in the ‘Training for Tourism’ category.
Our core training programme is completed by every member of staff and includes:
- Blind, Deaf and Disability Awareness
- Appointed Person First Aid
- Trading Standards
- Health and Safety
- Manual Handling
- Equal Opportunities
- Fire and Evacuation
- Data Protection
Additional specialised training (for example, on equipment and machinery) is provided to meet operational requirements. All employees are given the opportunity to complete NVQ’s relevant to their role and also to take advantage of the in-house Learning Centre. Here, they can enhance a range of skills, from typing to learning a foreign language.
Training needs are established through performance reviews and through ongoing communication between departments. A comprehensive training plan is designed each year to meet the needs of the Company through the delivery of courses to staff members, whether this is in-house or through external providers.
Benefits
A wide range of benefits is offered to all staff and includes:
- Staff restaurant
- Free uniform and dry cleaning service
- Retail / restaurant discounts
- 22 days holiday per annum (pro rata)
- Child care leave
- Paternity / maternity leave
Performance
The Director of Operations, in conjunction with department managers, monitors quality and performance regularly. Confirmation of an employee’s appointment is subject to the satisfactory completion of a 26-week probationary period.
During this time, performance reviews are carried out at week one, four, 13 and 25 to ensure the required standards are being met and the individual has settled into their new role.
Further to this, ongoing reviews take place every six months, giving staff and their managers the opportunity to discuss how they have performed, to set objectives for the future and to highlight any training or development needs.
Progression
Employees are encouraged to progress their career at The Trafford Centre by applying for new appointments internally. Many people who began their careers at staff level have since been promoted to Team Leader status and beyond, while others have taken on new challenges by pursuing their careers in other departments.